Overview
During my time at IBM, I designed a web form for a Australian solar energy company that would be accessed using their web portal. This web portal would have differing permission access for both customers and internal staff/contractors. The client needed an intuitive and seamless user interface that could manage the complex data requirements, as well as the adhere to regulatory processes.
My role
I was the UX Designer. My responsibilities included:
Extracting needs and pain points
Managing and contributing to client's Design Systems
Stakeholder management
Creating wireframes
Workshops
Visual Design and Interaction Design
Brand integration
Hand off to development (working with engineers)
The Process
This was an 8 week project. After being debriefed with our senior designer, I ran workshops with the client to understand their key needs and pain points regarding the current state of their workflows end-to-end.
I worked closely with the client's design systems to construct the overall user interface. I ran workshops where I could demonstrate my understanding by preparing low fidelity wireframes to communicate user requirements for each persona. I also collaborated with our engineering team to ideate and measure feasibility and desirability.
A high level overview of this process is as follows:
Empathise (Discovery):
Client provided an overview of their current processes. This included information about their internal ways of working, the services regulations, and current state of their customers journey both from a front-end perspective and back-end perspective. This would help create a clearer image of the current environment, needs, wants, pain points and user behaviours.
Define:
Synthesis and analysis revealed an intricate, detailed heavy form creation process that involved various different personas and user stories. This process was met with frustration, information overload, incorrect data input and overall confusion on the next steps of the form creation.
Ideate:
Based on our discovery and analysis, we believed we could create a user experience that allowed the user more feedback on their inputs, communication with the business for more information and the showcasing of only the most relevant content to be provided to specific user groups.
Delivery:
The delivery of this solution was formed through the creation of various mapped user stories and features. From the front-end experience, we presented the user with only the most relevant information and evaluation needed for their specific needs and wants, whilst showcasing the cascading impacts of specific data inputs that would better inform, and give feedback, to user choices. On the back-end, we provided a log-in process that authenticated the user to remove the need to multiple entries of the same information. The client was pleased with the outcome, the project got pushed to development
The Final Product
The following designs have been redesigned to respect the privacy of our client. However please feel free to reach out, I'd love to have a chat about the process and the final product!
